Sat.Feb 05, 2022 - Fri.Feb 11, 2022

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Three Immutable Laws of Contact Centers

Brad Cleveland Blog

There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish the right metrics, communicate important trade-offs, and shape an organizational structure that works well. Find more videos about contact centers in my LinkedIn Learning course “Managing a Customer Contact Center.

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Why Your Measurement is Killing Your Customer Experience And What to Do About it

Beyond Philosophy

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

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Is It Really That Important That I’m Wearing a Name Tag?

Steve DiGioia

There’s always that one employee who refuses to follow directions. It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this? Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it.

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Let’s Talk Psychological Priming! Live 2/10 @ 10:00 am CT

Myra Golden Media

Learn how to guide challenging customers to the next steps using Psychological Priming! Pour up a cup of coffee and join me live! .

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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Amazing Business Radio: Steve Peltzman

ShepHyken

An Evolutionary Moment for CX. Building a Reactive and Predictive Customer Experience. Shep Hyken interviews Steve Peltzman head of FeedbackNow , Forrester ’s AI-powered physical & digital solution.?They discuss how companies can sense, analyze, and react to issues that affect customer experience. Top Takeaways: Wherever customers go, something is different.

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Six lenses of best practice for Customer Charter development

Peter Lavers

Customer charters can play a key role in manifesting your wider brand promise into concrete standards and commitments that you are happy for your customers to judge you by. In hundreds of engagements in all types of businesses and sectors, we have seen a lot of customer propositions, charters and promises! If we have learned anything from this experience it’s that your charter mustn’t be wishy washy!!

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3 Strategies to Reduce Work-at-Home Employee Attrition

Virtual Live Labs

According to a recent McKinsey poll , the top three factors employees cited as reasons for quitting were: 1) They didn’t feel valued by their organizations (54 percent), 2) they didn’t feel valued by their managers (52 percent), and 3) they didn’t feel a sense of belonging at work (51 percent). Now that work-at-home is here to stay, leaders at all levels are going to have to re-engineer how they lead.

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Use Relationship Data to Build Stronger Connections

ShepHyken

First, I hope the word “data” doesn’t scare you off. We’re not going to discuss the typical customer data that might bore most people, although I’ll admit that I get excited and geek out about the data, stats, and facts that show trends in business. Today we’re going to talk about relationship data. . First, understand that relationship data is information you have about a customer that you can’t get by looking at a spreadsheet that includes information about all your customers.

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Don’t serve to satisfy customers. Serve to WOW them.

Bill Quiseng

Don’t serve to satisfy customers. Serve to WOW them. The customer does not “journey” sequentially over time, from start to finish. They journey emotionally with “ow” and “WOW moments” The more ow or WOW, the more emotional the moment, the more memorable the experience. The more ow, the more disgustingly memorable the experience, the more disloyal the customer.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Nextiva named a Best Software Award winner in G2 2022 user rankings

Nextiva

Nextiva was named a G2 Best Software Award winner in two categories: Collaboration & Productivity and Global Sellers. G2, the global software marketplace used by more than 60 million software buyers, released its awards today, which rank the world's best software companies and products based on authentic, timely reviews from real users. Nextiva ranked #5 […].

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Why so many contact centres are turning to Microsoft Teams (Video)

Eptica

Date: Monday, February 7, 2022 Author: Pauline Ashenden - Demand Generation Manager Why so many contact centres are turning to Microsoft Teams (Video). Published on: February 07, 2022. Author: Pauline Ashenden - Demand Generation Manager With its combination of superior collaboration tools, workplace chat, video meetings, shared file storage, and application integration designed to deliver a powerful collaboration environment, a growing number of contact centres are implementing Microsoft Teams.

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Guest Post: How to Improve Your Post-Purchase Customer Experience

ShepHyken

This week we feature an article by Devin Pickell, Growth Marketer at Privy. He shares simple but effective ways to improve your post-purchase customer experience so your customers keep coming back for more. Getting a customer to make their first purchase is not easy. Out of all the options available today, they decided to go with your brand. Maybe they read a handful of 5-star customer reviews, perhaps your product page really stuck out to them.

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Customer Success: What It Means, Why It Matters, and More

Help Scout

Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well.

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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Three Steps to a Winning B2B Customer Experience Plan

Totango

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. Then, we’ll walk you through three steps for creating a solid customer experience strategy.

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Manage cloud telephony call quality and connection rates

Spearline

The rise of cloud telephony software such as Webex Calling and MS Teams We previously wrote about the benefits and challenges of cloud PBX. The one certainty is that the reliance on cloud-based team collaboration software is not declining anytime soon. Thousands of enterprises use these applications on a daily basis to keep dispersed teams connected and communicating.

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Speech Analytics - Challenges and Opportunities for Collection Agencies

Provana

As agencies develop a more strategic approach to incorporate flexibility and scalability into their collection efforts, speech technology has become an integral part of their growth strategy. To boost productivity without neglecting compliance, call center-based companies must look to advanced speech analytics (SA) platforms to provide a positive consumer experience while bolstering revenue.

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How to Guide Your Team and Customers Through the Customer Change Management Process

ChurnZero

According to the Harvard Business Review , about 75% of change efforts fail due to their inability to deliver value or complete abandonment. . Pile that on top of other stressors, and your chances of change friction and burnout skyrocket. “The amount of change that the average employee can absorb without becoming fatigued is half of what it was last year,” says Jessica Knight , Vice President of Gartner. .

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Five Contract Renewal Tools to Increase Customer Retention

Totango

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures.

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New country! El Salvador joins Spearline mobile testing.

Spearline

Welcome El Salvador to Spearline! We are delighted to inform you that El Salvador has just joined Spearline, and is available for immediate testing. This means you can now test numbers in El Salvador, across its two major mobile networks – Claro and Tigo. In addition, the solution is hosted in San Salvador, which is where the calls will originate from, and terminate in.

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Support Talks: Why You Should Embrace Your Errors

Nicereply

Avoiding errors seems like something we were all taught to do. . Our parents, throughout our schooling, and as we entered into the workforce we were told not to make mistakes, apologize when we do make one, and learn something from them. Read our first piece of Support talks with Craig Stoss and Paul Tucker , Head of Customer Support at EveryoneSocial , focuses on the last of those three points. .

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Contact Center Technology Trends to Watch in 2022

Hodusoft

Contact Center Technology Trends to Watch in 2022. As we gear up for 2022, enterprises across the board are revisiting the ups and downs of their business and the industry at large. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Problem Solved: Software-Only MFA for Call Center PCI Compliance

CSM Magazine

In 2020 there were an estimated 2.83 million people working in call centers across the United States according to Statista.com. These facilities are the backbone of numerous industries’ customer service operations which rely upon these call centers and call center agents to ensure their customers are receiving the best experience possible. In an industry that employs millions and is also responsible for handling sensitive information for millions, security and efficiency are extremely impo

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The Power of Voice Analytics

Spearline

Competitors in every business sector are striving for Customer experience (CX) excellence which will drive growth. Gartner estimate that more than 90% of customer conversations happen on the phone. Therefore, telephone conversation is a huge area for CX management. With many millions of customer conversations happening each and every day, voice traffic is very much “big data”.

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How to Execute a Churn Analysis for Account Managers

Kapta Customer Success

For a business to be successful, you must be willing to make continuous updates and improvements where necessary. More importantly, you should always be focused on your customers and how you can improve their experience with your brand and products or services. This starts with tracking your churn rate versus customer retention and running churn analysis to discover what's causing customers to go to the competition — and change it.

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ChurnZero earns spot on G2’s 2022 Best Software Awards

ChurnZero

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. This award is earned by software products and companies that provide best-in-class customer service products and experiences for their customers.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Let’s Talk About Softphone SMS

VirtualPBX

Today’s communications rely on many factors to be successful. One, in particular that stands out the most is Business SMS. The Softphone App and SMS keeps your internal and external communities connected in such a way that not using it would be a professional setback. If you’re a real estate agent on the go, you can get immediate responses for live showings, or if you’re a business owner needing to send out a time-sensitive company update, Softphone SMS that and boom, done.

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Spearline enhances Bahrain cover, adding mobile to its fixed-line support.

Spearline

Bahrain joins Spearline mobile We are delighted to announce that you can now test your numbers in Bahrain, with two of the largest mobile operators in the country – Batelco and Zain. The solution is hosted in Manama, which is where the calls will originate from and terminate to. The addition of Bahrain to Spearline mobile brings the total number of countries you can test your numbers in across mobile networks, to 62.

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Why Contact Centres Must Accelerate Their Digital Transformation Strategies

Call Design

A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume. Delivering a personalised customer service experience is also critical to cater to customer preferences which can be achieved much easier by implementing the latest and greatest technology rather t